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12-19-2011

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Lenovo refused fixing a damage caused by their previous repairing

2011-12-19, 17:03 PM

One year ago, our Lenovo laptop ThinkPad T61 got a replacement of cooling fan at IBM-Lenovo by warranty (laptop was sent to them). Now laptop stopped working (not turning on at all). The warranty is over, so we consulted the local repair company. It occurs that the cover of cooling fan was not installed last time so that the fan eventually cut the wires.

I contacted IBM-Lenovo by phone (1-800-426-7378). I said that IBM-Lenovo should be responsible for the current damage of laptop as it happened because of the service obtained in IBM-Lenovo. From my as loyal customer point of view, such responsibility should be taken regardless of the time when the service was obtained if it resulted in eventual damage. It also should be taken regardless of current warranty status.

However, for all my arguments I received only one answer: "As your warranty expired, you must pay for repair regardless of what caused the damage." I consider such response of IBM-Lenovo representative as inappropriate to the status of the company that intend to keep loyal customers.

 

What my next steps should be? BBB claim submission?

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9351 Posts

11-27-2007

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Re: Lenovo refused fixing a damage caused by their previous repairing

2011-12-19, 20:59 PM

rc1ph, welcome to the forum,

 

sorry to hear that your T61 isn't working, would it be possible to post a link to a photo of exactly what you have described and maybe be a little more specific as to which wires were allegedly cut as a result of the repair.

 

I'll be honest and say that I have replaced plenty of fans in different ThinkPad units and am having difficulty understanding exactly what has happened here.

 

Thanks in advance

Andy  

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1944 Posts

05-17-2008

USA

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Re: Lenovo refused fixing a damage caused by their previous repairing

2011-12-19, 22:31 PM

@ rc1ph It occurs that the cover of cooling fan was not installed last time so that the fan eventually cut the wires

_____________________________________________________________________________________

 

I don't under stand what you mean by cover the fan is in a cage looks like this

t61 fan.jpg  t61 fan 2.jpg




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2226 Posts

01-02-2011

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Re: Lenovo refused fixing a damage caused by their previous repairing

2011-12-20, 1:21 AM
I have to agree, we are all volunteers here and I've removed/installed these things at least 50 times and I can't imagine how this is possible, but some very detailed photos that showed proof of someones mistake would be strong evidence. Of course we aren't "Lenovo", but the staff administration does work for, or reports to employees, and if such evidence existed, I'm sure it would be looked at. What I think is more likely is you got a counter boy's understanding of what a technician wrote on a work order, perhaps even the wrong work order, and your actual problem may be something completely different, but I'll keep an open mind until I see the photos.
ThinkPad W-510 i7-820QM(1.73-3.06GHz) Quad Core... ThinkPad T500, T9900, 8gb SSD...FrankNpad T-60p/61p (X9000 2.8ghz) 8gb SSD ips FlexView...ThinkPad T-61p (T9300 2.5ghz) 8gb ram...Thinkpad X-61 Tablet 8gb ram.
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2 Posts

12-19-2011

USA

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Re: Lenovo refused fixing a damage caused by their previous repairing

2011-12-23, 3:30 AM

wrote:

@ rc1ph It occurs that the cover of cooling fan was not installed last time so that the fan eventually cut the wires

____________________________________________________________________________________

I don't under stand what you mean by cover the fan is in a cage looks like this


Thank you for your comments. From what you said, it's not a cover issue as I initially thought. Looks like the wires were not fixed in the right position by clip but were put just above cooler after the cooler replacement (see photo 1). Or they were not fixed enough by a clip in the right position and eventually came above cooler. We did not open the laptop until it broke so did not realize what's going on. But certainly they were cut by cooler because of wrong maitanence during cooler change in Lenovo. See photos at:

 

http://www.kawakami-ca.com/roman/

 

 

 

 

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1944 Posts

05-17-2008

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Re: Lenovo refused fixing a damage caused by their previous repairing

2011-12-23, 3:58 AM

that helps with under standing whats going on , it cut your wireless antenna wires

those should have been in the clip that you can see in the second pic bottom right

edit again those don't just come out of the clip, someone forgot to put them in




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01-02-2011

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Re: Lenovo refused fixing a damage caused by their previous repairing

2011-12-23, 6:55 AM
To offer a conclusive opinion, I'd need to see the laptop in person, as well as a record of the exact repairs done, but I must say that the photos do look like the wires were improperly routed, in which case I think Lenovo may escalate your case. I suspect this isn't even a serious repair, perhaps just replacement of the antenna leads and maybe the fan motor, unless there was more electrical damage.
ThinkPad W-510 i7-820QM(1.73-3.06GHz) Quad Core... ThinkPad T500, T9900, 8gb SSD...FrankNpad T-60p/61p (X9000 2.8ghz) 8gb SSD ips FlexView...ThinkPad T-61p (T9300 2.5ghz) 8gb ram...Thinkpad X-61 Tablet 8gb ram.
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7634 Posts

11-19-2007

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Re: Lenovo refused fixing a damage caused by their previous repairing

2011-12-23, 14:17 PM

rc1ph,

 

Why don't you send me your contact information - name, address, best phone to reach you, and the model type and serial number from the bottom of your system.   We can look into this and see what can be done to help you out.

 

Sorry for just seeing this now....  

 

Mark

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9351 Posts

11-27-2007

SK

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Re: Lenovo refused fixing a damage caused by their previous repairing

2011-12-23, 14:43 PM

@ rc1ph,

 

thanks for posting the pictures. It certainly seems that the antenna cables seem to be the subject of being mis-routed.  The fact that those cables have been damaged could effect WLAN performance, but would in my opinion not be responsible for the system not working.

 

Imho, the fact that your system doesn't work is a separate issue to the damaged cables.

Andy  

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Forum Search Option T430 2347-G7U W8 x64, Yoga 10 HD+, Tablet 1838-2BG, T61p 6460-67G W7 x64, T43p 2668-G2G XP, T23 2647-9LG XP, plus a few more.

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476 Posts

05-03-2010

Italy

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Re: Lenovo refused fixing a damage caused by their previous repairing

2011-12-27, 16:30 PM

Likely the antena itself is still working , looks like the exeteral insulator only is affected, so the cables should be still functional.

So the "cut" cables isn't DEFINITELY the malfunction cause.

BTW, the fan could be blocked, and even if the bios should give an error, and the CPU should throttle this can be related with the laptop death

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